Member Engagement Operations Manager - HQ
About PS PS is redefining the way the world travels. We build and operate private airport terminals that transform commercial air travel into a seamless luxury experience. Currently serving guests at Los Angeles International Airport (LAX), Hartsfield-Jackson Atlanta International Airport (ATL), Dallas Fort Worth International Airport (DFW), and Miami International Airport (MIA), with Paris Charles de Gaulle (CDG) coming soon. PS is pioneering a new global standard in hospitality. Far from the crowds and chaos of the public airport, PS offers members the privacy, ease, and security of the private flight experience while flying commercial. With exclusive partnerships with TSA and U.S. Customs and Border Protection, guests move effortlessly through line-free departures and arrivals. Every moment is carefully orchestrated by our expert team - private TSA screening, dedicated customs and immigration services, and luxury chauffeur transfers across the airfield directly to or from your aircraft. Inside our private terminals, guests enjoy serene suites, chef-prepared dining, spa services, and personalized attention, while our Control Room coordinates discreetly with government, airline, and security partners to ensure unmatched efficiency, safety, and peace of mind. At PS, waiting in lines, crowded terminals, and luggage hassles give way to quiet elegance, service with heart and inspired experiences. We are building more than terminals - we are shaping a new way to travel. If you’re passionate about luxury hospitality and excited to be part of something extraordinary, join us as we expand to new markets and reimagine the future of travel with PS.
Position: Member Engagement Operations Manager The Member Engagement Operations Manager plays a key role in driving the performance and operational effectiveness of the Member Engagement team while delivering the high-touch service expected of PS members, clients, and partners. This role combines member and account management, commercial operations, and special project leadership, working in close partnership with Finance, Technology, Marketing, and Member Services to ensure a seamless member experience and strong execution across the organization. The Manager will own key processes across membership onboarding and renewals, account support, reporting, CRM management, billing coordination, and strategic initiatives, while serving as a trusted point of contact for select members, travel advisors, and partners. The ideal candidate is highly organized, commercially minded, and service-oriented, with the judgment and confidence to work directly with ultra-high-net-worth individuals while leading cross-functional initiatives and continuously improving how the Member Engagement organization operates.
This role reports to the Director of Member Engagement.
Responsibilities & Expectations
- Own key operational processes supporting the Member Engagement Team, including Salesforce management, reporting, membership tracking, billing coordination, and account administration.
- Maintain a high standard of CRM accuracy and ensure member, prospect, pipeline, and account information is current and actionable.
- Develop and maintain recurring reporting for Member Engagement leadership, identifying trends, opportunities, and areas requiring attention.
- Support pipeline management and team follow-through by maintaining clear visibility into opportunities, member activity, renewals, and outstanding actions.
- Partner closely with Finance, Technology, Marketing, and Member Services to improve processes, resolve operational needs, and ensure a seamless experience across the member lifecycle.
- Identify opportunities to improve systems, workflows, reporting, and cross-functional processes that support the Member Engagement team and broader commercial organization.
- Serve as an operational resource to the broader Member Engagement team, bringing structure and follow-through to complex or high-priority needs.
Member & Account Management
- Manage member onboarding, renewals, account changes, billing coordination, and ongoing account needs with a high level of accuracy and discretion.
- Correspond directly with members, prospects, travel advisors, and partners by phone and email in a polished and highly personalized manner.
- Resolve account questions and issues independently, coordinating across internal teams when needed.
- Identify opportunities to strengthen member relationships, engagement, retention, and overall account health.
Special Projects & Cross-Functional Leadership
- Lead special projects and commercial initiatives from planning through execution, partnering across Finance, Technology, Marketing, Member Services, and other teams as needed.
- Establish clear project objectives, timelines, stakeholders, deliverables, and ownership to ensure initiatives remain on track.
- Create structure around new programs and initiatives, helping translate business needs into clear processes and scalable ways of working.
- Take ownership of ambiguous or emerging priorities and independently drive them toward resolution.
- Coordinate initiatives across Member Engagement, Membership, Finance, Operations, Marketing, and other teams as needed.
Requirements
- Exceptional written and verbal communication skills, with the confidence, judgment, and discretion to engage with UHNW individuals, executives, travel advisors, and partners.
- Strong relationship and account management skills with a genuine hospitality and service mindset.
- Highly organized and detail-oriented, with strong operational discipline across CRM management, data accuracy, reporting, and follow-through.
- Demonstrated ability to independently manage cross-functional projects, multiple stakeholders, and competing priorities.
- Commercial and analytical mindset, with the ability to interpret reporting, identify opportunities, and translate insights into action.
- Proactive problem solver who anticipates needs, exercises sound judgment, and drives work to completion with limited oversight.
- Comfortable balancing high-touch, customer-facing responsibilities with detailed operational execution in a fast-paced environment.
- Proficiency with AI tools, Salesforce, and other technology to streamline workflows, improve productivity, and support effective decision-making.
Preferred Qualifications
- 4+ years of relevant experience in account management, luxury hospitality, customer experience, sales operations, commercial operations, or a related field.
- Experience working directly with UHNW or similarly high-touch clientele strongly preferred.
- Demonstrated project management experience, including ownership of cross-functional initiatives.
- Experience with Salesforce or another sophisticated CRM platform.
- Experience with Stripe, billing platforms, or financial/account reconciliation preferred.
- Luxury travel, hospitality, private aviation, luxury goods, membership, or premium service experience preferred.
- Bachelor's degree or equivalent professional experience.
Full-Time Employee Benefits
- Employee benefits include medical, dental, vision, life insurance, long-term and short-term disability
- 401K retirement plan with company matching
- Health and Dependent care FSA and HSA with company matching
- Merit-based raises and bonuses
- Unlimited PTO
- Monthly health & wellness and cell phone reimbursement
- Paid training
- Parental benefits 100% paid for up to 6 weeks
- Friends & Family Discounted PS Use
- Tuition Reimbursement
- Level 4A PS Benefits
- A great career path with promotion opportunities.
Location: Hybrid, based in one of our terminal markets (Los Angeles, CA; Dallas, TX; Atlanta, GA or Miami, FL)
The annual compensation range for this position is $90,000 – $110,000.
PS is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis. PS considers qualified applicants with criminal histories in a manner consistent with the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable federal, state, and local laws.